Senior Customer Success Advisor

Role Overview

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
• Inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform.
• Tie adoption health to renewal and ensure that value is being delivered. You will be expected to forecast your upcoming renewals whilst managing the process from start to finish.
• Partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio.
• Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor.
• Establish, confirm, and document the “definition of success” with the customers executive sponsors through quarterly ‘Executive Business Reviews’.
• Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes.
• Monitor the Adoption Health across all accounts within your portfolio.
• Marshall the support of our cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.
• Identify product or feature gaps, coordinate responses and timelines with the Illumio product team and successfully orchestrate their delivery.
• Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository.

Requirements

• 5+ years of experience in Customer Success, plus Technical Account Management, B2B IT sales, or related, customer-facing role
• Experience in Public Sector, DoD, SLED or related USA military background
• Experience navigating government procurement, contracting vehicles, and procurement-driven timelines
• Ideally you will have worked within the Cyber Security or Enterprise SaaS space
• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the platform
• Excellent communication skills verbal, written and presentation
• Preferred skills in customer success CRM & renewal forecasting tooling
• Strong cross-functional leadership experience working with Sales, Product, Engineering, Security, and Legal teams
• Experience supporting large, complex, multi-stakeholder accounts with long adoption cycles
• Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment
• Ability to travel on-site to customers

Tech Stack

• Cyber Security

Benefits

• Medical, Dental, Vision Coverage
• Health and Dependent Savings Accounts
• Life and Disability Programs
• Paid Parental Leave
• Voluntary Benefit Programs
• Company Sponsored Wellness Program
• Wellness Reimbursement Program
• Retirement Savings
• Equity Opportunities
• Paid time off
• Paid Holidays
• Employee Incentive Program